Bolanle Akinsipe

BOLANLE AKINSIPE Objective Dedicated and performance-driven Customer and Technical Support Professional with over 4 years of experience delivering exceptional service across iGaming and advertising industries. Skilled in handling live chat, phone, and email support with a proven record of resolving complex technical issues, maintaining customer satisfaction, and supporting operational efficiency. Adept at multitasking in fast-paced environments while ensuring accuracy, empathy, and professionalism in every interaction. Experience Bitville Gaming, Technical support representative TEQUILA NIGERIA LIMITED, Customer Service Provide real-time support via chat, email, or phone Representative to players experiencing technical issues (e.g., login Ensuring that consumers are satisfied with products failures, payment errors, game loading problems). or services by handling complaints and inquiries. Escalating queries and concerns to the backend, Diagnose and troubleshoot issues related to the and following up to ensure issue resolution. gaming platform, software bugs, or payment Working with a team of CSRs and other gateways. departments to find appropriate solutions to Escalate complex technical issues to the problems. engineering or product teams, following internal 01/25 – Present Lagos Nigeria escalation procedures. Monitor and report recurring technical problems to improve the overall platform stability. Guide users through installation, updates, or browser configuration to optimize performance. Use CRM and ticketing tools (Zendesk, Jira, Freshdesk) to document, track, and resolve issues efficiently. Collaborate with compliance and risk teams to verify accounts, prevent fraud, and ensure responsible gaming. Perform basic quality assurance testing before new games or features go live. Create and maintain technical documentation and FAQs for both internal use and player education. SPORTY INTERNET LIMITED, Senior Associate Customer Service Interact with customers and address concerns ranging from deposit/withdrawal 01/2022 – 12/24 02/2021 – 12/2021 issues, market options analysis, and KYC verifications via calls, emails and live chat support so as to achieve timely issue resolution while maintaining high organizational standards. Communicate with center leadership and corporate customers any observe performance gaps; tracking and analyzing compliance to call center service standards. Education Escalation Handling HIGHER NATIONAL DIPLOMA IN ACTUARIAL SCIENCE AND INSURANCE, THE POLYTECHNIC Dispatch Coordination IBADAN Service Level Agreement (SLA) Compliance NATIONAL DIPLOMA IN ACTUARIAL SCIENCE AND INSURANCE, THE POLYTECHNIC IBADAN Language CRM Tools (Zendesk, Freshdesk, Hubspot) Skills Trouble Shooting and Problem Solving 2016 - – 2015 Team Collaboration and Communication Knowledge Base and Documenting iGaming and AdTech Industry Knowledge Customer and Technical Support (phone, chat, Email) Ticket and Incident Management English (C1) Achievements & Awards Yoruba (Native) Interests Reading Travelling Customer Service Music Pidgin (Bilingual) Community Service Sports Recognized for maintaining zero unresolved tickets for 4 consecutive months. 01/12/2023 by streamlining ticket routing. Certificates Increased customer satisfaction (CSAT) from 88% to 96% within 6 months through improved response 01/12/2023 handling and escalation follow-up. Contributed to a 25% reduction in support backlog National Youth Service Corp (NYSC) Best Practices In Customer Support UDEMY 2024 Helpdesk Ticketing System - UDEMY 2024